I have idea that the analyze do not change or edit contact group in each ticket.
anyone has working this before ?
Thanks in advance,
You can change the Group field from a lookup to a Readonly when the group is SR-OP.
You need to change it in specific detail_xx.htmpl forms and xfer_esc_xx.htmpl forms. XX here represent your object: detail_in for incident, detail_iss for issue, xfer_esc_cr for request and so on.
You can use the web screen painter to do so.
in xfer_esc_***.htmpl forms : Locate the dtlLookup for the new group, and change this part for :
<PDM_IF "$args.group.last_name" == "SR-OP">
<PDM_MACRO name=dtlLookup hdr="New group" attr=group make_required="yes">
<PDM_MACRO name=dtlReadonly hdr="New group (restricted access)" attr=group>
In detail_***.htmpl forms : Locate the dtlLookup for the group, and change this part for :
<PDM_MACRO name=dtlReadonly hdr="Group (restricted access)" attr=group>
<PDM_MACRO name=dtlLookup hdr="Group" attr=group make_required="yes">
PS : If you apply this modification to the analyst forms, without using Form groups, no one will be able to update the group after it goes to SR-OP, even if you are the administrator.
Hope this helps.
Can you explain what is your goal here?
Force analyst to use the Activity "Transfer" ? If yes, it's easy i'll explain you.
Or prevent any kind of transfer? If yes, what is the business case for this one?
Hi TK, I am not sure what you are asking here. Is it that you want to prevent your analysts users from editing the group field on a ticket? Please clarify and provide some detail on what you are looking to do.
Hi Jon and pier-olivier.tremblay,
Thank you for your reply.
I want to prevent analysts user from transfer or escalate and editing group field on ticket when group name is "SR-OP".
This above is my mention.
Please help share your idea for this case.
Thank you so much for sharing your idea.
Thanks for sharing! I think you have your pdm_macros reversed. Can you update your post?
True story. My bad. This what happens when you do not read nor test what you post
Post updated, thank you!
Retrieving data ...